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Employees behaving badly: how managers can recognize and combat employee 'desk rage.' - Management Tools

HR Magazine, Oct, 2003 by Laura Stack

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Difficulty can arise when two employees have opposite reactions to the same type of experience-one person is challenged while another is profoundly affected. Managers must distinguish positive stress signals in employees from negative ones. Some stress is good and necessary for employees to experience drive, motivation and ambition. Workers without enough stress at work can have a lackluster performance at work from boredom or lack of challenge. (For more information, see "Stress for Success" on page 101 in the July issue of HR Magazine.)

Too much stress can result in diminished performance and desk rage. (See "Stressed Out," above.)

Combating Desk Rage

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If you see signs of high stress levels and inappropriate behavior in employees, you must intervene. Here are ways managers can combat desk rage and rudeness in the workplace:

* Evaluate employee workloads. This almost goes without saying, but since overwork is one of the biggest causes of desk rage, try not to pile too much on one person. When you have key employees who work hard and effectively, you naturally delegate important projects and tasks to them. That's understandable because you trust them. Unfortunately, your over-zealousness and confidence in your superstars can burn them out. If you want to keep your key people, make sure you share the load with other employees. Encourage employees to be honest when they are overloaded. Determine which tasks have little value and could be taken off their plates. Offer time management coaching or help in prioritizing tasks.

* Confront employee aggression. Your staff is most likely aware of a co-worker's anger problems, but they may be reluctant to say something to you for fear of getting that person in trouble. So if you observe someone brushing by a co-worker in the hall, making a sarcastic comment, yelling at a colleague or equipment, or calling people inappropriate names, you must intervene. Think of desk rage as a performance management situation. Don't look the other way and condone bullying.

Meet with the employee and handle the difficult situation with the following model: Thank the employee for meeting with you and express your concerns, noting where the behavior specifically affects performance. Listen actively and responsively while the employee explains the situation from his/her point of view. Discover areas of stress and empathize with concerns. Share thoughts and ideas on how to overcome challenges, both in the workplace and with negative behaviors. Get agreement from the employee on the decided course of action. Arrange a follow-up date to ensure follow-through and to determine progress.

* Reduce noise levels. According to a 2002 study by Cornell University, "Stress and Open Office Noise," employees who are exposed to constant, low-level noises in their environments-keyboards, voices or the hum of a photocopier-have elevated levels of stress hormones. Workers in noisier settings run out of steam more quickly and don't concentrate as well.

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Employees behaving badly: how managers can recognize and combat employee 'desk rage.' - Management Tools

HR Magazine, Oct, 2003 by Laura Stack

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